How Service Hub Can Enhance Your Customer Support

07/14/2021 4 min read Written by Kelly Groover

It’s 2021, and if your business isn’t actively looking for ways to improve your customer’s experience, you may risk losing them.


With the advances (and reliance) on technology, customer demands are higher than ever. They want faster answers, more personalized experiences, and the ability to solve their issues. It sounds like a recipe for an overexerted customer service or support team, but it doesn’t have to be.

With HubSpot’s Service Hub, you can keep up with the surge of customer expectations and provide a great experience. Here’s how.

First, What is Service Hub?

Service Hub is one of the many solution offerings in HubSpot’s ecosystem. It brings customer service data and channels into a single source of truth. That means you won’t be flipping between different systems trying to help someone. It also offers automation and self-service options so that you can put more time back into your team’s day.

Doing so helps you focus on more significant customer initiatives. And because Service Hub works in tandem with the rest of HubSpot’s tools, you can work across business units for even bigger-picture business objectives.

A Look at Some of Its Features

Like HubSpot’s other products, you can purchase different tiers of Service Hub. Each comes with different features, so be sure to do your due diligence when looking for the best fit for you. However, these are some of the top tools it offers:

Ticketing and help desk. According to Zendesk, a “support ticket” describes an interaction between a customer and a service representative. If you handle many tickets, you can quickly lose track of them, and customer frustrations can mount. Service Hub offers a ticketing system or help desk that keeps them all in one shared inbox. You can tag, comment, and make notes on conversations to make your follow-ups more personalized to each user (which customers love). You can also prioritize which tickets need to be handled fast and use automation to aid in tagging, assigning to support team members, and escalating tickets.

Knowledge base. A whopping 67% of today’s customers want to solve their issues without speaking to a representative – either by email or phone call. Service Hub’s knowledge base software can help make that a reality. A knowledge base is a collection of articles that answer common questions about your company’s services, products, or overall business model. You can include everything from technical documentation to help users troubleshoot an issue on their own, write a step-by-step for downloading an app, or even answer, “What time is your business open?” Optimized for search, Service Hub’s knowledge base will make sure your team isn’t answering repetitive questions while still helping customers succeed. On top of that, it offers 24/7 access to resources and support – another thing customers yearn for!

Live Chat. Did you know that more than 41% of today’s consumers expect you to have live chat on your website? Customers like this prefer to chat with someone in real-time and online instead of waiting on the phone. While technically a part of Sales Hub, HubSpot’s live chat can help you meet these expectations flawlessly. You can build your chat widget to match the look and feel of your brand and program it on the backend to know when it routes to a customer support team member. From there, every conversation is saved and stored on the contact’s timeline for reference.

Feedback. In the world of customer support and service, gathering feedback is crucial. For example, you could be lacking a lot of knowledge base articles. Or your team could be struggling to answer chat questions quickly enough. Service Hub lets you deploy surveys to measure everything from Net Promoter Scores to total Customer Satisfaction Scores.

Reporting. With feedback and reporting capabilities, you can easily optimize your customer support processes using Service Hub. You’ll be able to surface actionable data on your tickets and uncover trends in performance and more related to your support environment. You can build report dashboards, so they’re always top of mind as well!

No matter what tier of Service Hub you purchase, you’ll be able to improve your efforts and proactively delight your customers!

How is Service Hub Different from Other Solutions?

Service Hub is just one example of customer service software. There are many others. But, HubSpot’s powerful CRM powers Service Hub, so your business will benefit from a unified view of each customer interaction, from the time they’re a lead to the day you decide to upsell or cross-sell them. It also integrates with Marketing and CMS Hub, so your entire organization can unite.

Buy it, of course! However, if you want to ensure you’re getting the most out of your investment, consider onboarding with a HubSpot partner. At Lynton, we provide service hub training that involves:

  • Diving into what a customer success program looks like within the HubSpot software
  • Translating your current customer service or support processes into HubSpot
  • Determining how your help desk or ticket pipeline will work
  • Utilizing different tools, like Live Chat and knowledge bases, to build a proactive program
  • Training on how to use each feature with best practices built-in
  • And more!

If all of that sounds great and you’re ready to interact with your customers more effectively, then reach out.

By: Kelly Groover

Kelly serves as the Specialist of People and Talent for Lynton. She lives in Savannah, GA with her husband, daughter, and two dogs. When she's not managing conversion rates and lead generation for the company, she's typically playing soccer or watching football.

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